Customers say this cleansing balm effectively removes makeup and leaves skin feeling soft, clean, and moisturized. Many appreciate its gentle formula that doesn't strip or irritate sensitive skin, making it ideal for double cleansing routines. Users particularly praise its ability to remove waterproof makeup and mascara without harsh rubbing. The thick, creamy texture melts into skin smoothly, though some find it slightly grainy from oat particles. Common complaints focus on the tube packaging being difficult to squeeze and the formula separating over time, creating oil leakage. While most find it hydrating and non-drying, some users need to follow with a second cleanser to remove residue completely.